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Original poster

Unauthorised transaction on my bank account

12 replies

Fitz1987 · 22/02/2024 07:10

Two weeks ago, I discovered unauthorised transactions on my bank account, which occurred on a Saturday. On discovering the transactions on Monday morning, I alerted the bank about these pending payments. Despite being assured of a prompt refund, it's been over two weeks, and I’m still waiting on a reimbursement.
Despite my persistent inquiries, the bank has maintained that the refund is being processed and should reflect within 24/48 hours. This hasn't been the case and I seem to call the bank every other day and get told the same thing. Has anyone been in a similar situation and does anyone know what my next steps would be? I have already raised a formal complaint.

OP posts:
Mindymomo · 22/02/2024 07:33

What are these pending payments for. We cruised a lot and cruise companies use this payment method and if you pay by debit card, then you get pending payments appear on your account. It does vary between banks how long it takes for these to disappear, but in our case it was about 5 working days. The same happens when you use card at petrol stations, the card automatically gets £99 taken out, then the actual amount taken and pending amount disappears.

Original poster
Fitz1987 · 22/02/2024 07:37

the payments were for an online furniture store, gym equipment and garden equipment. The payments left my account and I haven’t been able to get a refund despite me notifying the bank whilst the payments were still pending.

OP posts:
ohtowinthelottery · 22/02/2024 07:47

Last time we had an unauthorised payment on our account, the bank said it would be refunded within 24 hours. The refund went in within a couple of hours.

Original poster
Fitz1987 · 22/02/2024 08:19

ohtowinthelottery · 22/02/2024 07:47

Last time we had an unauthorised payment on our account, the bank said it would be refunded within 24 hours. The refund went in within a couple of hours.

Yes I always thought this was the case. I don't know what my rights are now and how to go about getting my money back. I gave accounts with Barclays and nationwide and I can't imagine them treating their customers in this way. This is metrobank.

OP posts:
Lifebeganat50 · 22/02/2024 08:22

I had an issue like this last week with TSB and it was sorted inside 24 hours

Wolfpa · 22/02/2024 08:31

Sounds as if they are investigating your claim which can take up to 28 days. Banks are loosing a lot of money at the moment due to charge back scams so are being more cautious then they used to be.

once you get a resolution letter to your complaint the next step would be to contact the financial ombudsman service.

GremlinsTwo12 · 22/02/2024 08:34

Wolfpa · 22/02/2024 08:31

Sounds as if they are investigating your claim which can take up to 28 days. Banks are loosing a lot of money at the moment due to charge back scams so are being more cautious then they used to be.

once you get a resolution letter to your complaint the next step would be to contact the financial ombudsman service.

This.

WYorkshireRose · 22/02/2024 10:47

Wolfpa · 22/02/2024 08:31

Sounds as if they are investigating your claim which can take up to 28 days. Banks are loosing a lot of money at the moment due to charge back scams so are being more cautious then they used to be.

once you get a resolution letter to your complaint the next step would be to contact the financial ombudsman service.

Agree, under the Consumer Duty the bank also has a responsibility to treat the OP fairly and provide accurate information/updates, which they're failing to do.

Have you actually raised a complaint with them about repeatedly being told 24/48 hours and it not happening OP? If not, I'd absolutely do this and follow the FOS process once you've had their final response.

Original poster
Fitz1987 · 23/02/2024 07:55

Thanks for all the advice. I plan on making an official complaint the financial ombudsman when the bank has provided me with the outcome of my complaint. I have added to the complaint that the bank continuous keep providing me with incorrect information about the funds being in my account with 24/48 hours.

OP posts:
Soontobe60 · 23/02/2024 08:05

Fitz1987 · 23/02/2024 07:55

Thanks for all the advice. I plan on making an official complaint the financial ombudsman when the bank has provided me with the outcome of my complaint. I have added to the complaint that the bank continuous keep providing me with incorrect information about the funds being in my account with 24/48 hours.

They would have to investigate the reasons for the transactions, and be certain you’ve not made them.

shearwater2 · 23/02/2024 08:21

Yes definitely complain, switch banks and leave them an honest Trustpilot review.

shearwater2 · 23/02/2024 08:26

Wolfpa · 22/02/2024 08:31

Sounds as if they are investigating your claim which can take up to 28 days. Banks are loosing a lot of money at the moment due to charge back scams so are being more cautious then they used to be.

once you get a resolution letter to your complaint the next step would be to contact the financial ombudsman service.

Ah, tiny violins for the bank and their record profits from increased interest rates and completely unbalancing the economy. If they want us all to stop using cash and facilitate everything online, one click, no pin etc then it is completely on them to make their systems as robust as possible and constantly several steps ahead of the scammers. That's why such a high duty of care is placed on them and most give you the money back to a trusted customer then look at what went wrong at their end.

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